Dispatcher ( Assembly Row )

Job Description

The Massachusetts General Hospital Police and Security Department is actively seeking qualified Telecommunicators to staff a 24-hour dispatch center to join our team of communications specialists.

Under the general direction of the Communications Center Manager, incumbent is responsible for the function of all communication center activities, including the operation and maintenance of the central control dispatch center equipment,including telephones, alarm systems, access control systems, CCTV systems, digital video recorders, radio systems and computers; ensuring that all equipment is in good working order and communicates with the Security Systems group on ensuring timely repairs.

Incumbent is also responsible for handles all service and emergency telephone calls and all radio communication transmissions, sending and receiving calls for service and documenting the activities of all security personnel on duty.

The MGH PD provides a safe and secure environment for hospital patients, visitors, and employees by enforcing hospital regulations, and maintaining active, continuous vigilance.

Massachusetts General Hospital is an Equal Opportunity Employer

To be considered an eligible candidate, applicants must meet or exceed the Minimum Requirements as specified below.

• Experience in hospital, security/police, emergency medical or customer services and radio communication experience required.
• Previous experience in a communication and/or alarm monitoring operation preferred.
• Ability to successfully perform all requirements of the Security Officer position.

• Bachelor’s Degree in Criminal Justice or related discipline or technical degree, preferred

• Possess a valid Massachusetts’s driver's license.
• Experience dealing with and speaking to the public.
• Ability to handle and prioritize multiple tasks in a busy, noisy, and stressful environment.
• Successful completion of a thorough background investigation

Applicants with CJIS, E911, Emergency Medical Dispatch, CPR training and certification, experience as a police dispatcher and/or fire alarm operator, knowledge of computer aided dispatch systems, and those seeking a career in emergency communications will be given preference.

Additional Qualifications

• Applicants should possess excellent verbal and written communication skills and the ability to interact with the public, primarily through telephone response to complaints and requests for service. Prior work experience working with emergency services and radio, telephone and computer networks is preferred. The essential functions or duties listed below are included, but not limited to:

• Responsible for receiving and responding, in a timely manner, to a high volume of telephone calls for service and requests for emergency assistance and the assignment of personnel/resources to such requests. The Communication Center Operator will interpret all requests for service, prioritize and determine appropriate response using a high level of discretion and judgment and considering prescribed policies and procedures.

• Initiates notification of appropriate authorities in the event of emergency and will direct appropriate response of all Police & Security personnel and coordinate radio communications and response among other hospital departments and Partners entities.

• Monitor the Boston Area Police Emergency Response Network and other radio frequencies, including, but not limited to, Partners Security Emergency, Buildings and Grounds, Environmental Services, Emergency Department Disaster and Massachusetts Eye and Ear Infirmary Security, for incidents or occurrences that may affect the department and/or hospital operations.

• Document the receipt of all telephone calls and/or request for service and the response thereto utilizing Computer Aided Dispatching software and such other systems and/or programs placed into use by the department. Prepare and provide reports of such calls and responses to shift managers and supervisors and Senior Management and assist in the analysis and evaluation of the utilization of department personnel.

• Monitor all alarms, CCTV, digital video recorders, access control and computer systems, evaluating and documenting any deficiencies therewith and providing necessary information to effectively rectify any such deficiencies. Perform and document maintenance procedures to ensure continued operation of all equipment and systems, including, but not limited to, the troubleshooting, testing and cleaning of all equipment and associated materials.

• Perform all Criminal History Systems Board checks using the CJIS terminal in conjunction with Operational Division functions including, but not limited to Board of Probation, Warrant Management System and Registry of Motor Vehicle inquiries upon proper request and document all such activities in accordance with prescribe policies and procedures.

• Receives, documents, and assumes responsibility for all items turned into the department as lost or found and utilizes due diligence in locating owner and insuring the return or safekeeping of such property. Prepare and provide periodic reports of all such items including the disposition, therefore.

• Works collaboratively with Systems Division personnel to insure the continued proper operation of all equipment, including the access control and CCTV systems. This will include the assignment, deactivation, and overall management of appropriate access control levels for the hospital employees in conjunction with System Division personnel.

• Maintains key inventory and dispenses keys.

• Other duties as may be assigned

Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.